ITIL-DSV最新考古題 & ITIL-DSV更新

作為ITIL相關認證考試大綱的主要供應商，VCESoft的ITIL-DSV專家一直不斷地提供品質較高的產品，不斷為客戶提供免費線上客戶服務，並以最快的速度更新考試大綱。

ITIL ITIL-DSV 考試大綱：

主題	簡介
主題 1	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
主題 2	Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
主題 3	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
主題 4	Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.

>> ITIL-DSV最新考古題 <<

ITIL-DSV更新，最新ITIL-DSV考證

VCESoft擁有龐大的IT專家團隊，他們不斷利用自己的知識和經驗研究很多過去幾年的IT認證考試試題。他們的研究成果即是我們的VCESoft的產品，因此VCESoft提供的ITIL ITIL-DSV練習題和真實的考試練習題有很大的相似性，可以幫助很多人實現他們的夢想。VCESoft可以確保你成功通過考試，你是可以大膽地將VCESoft加入你的購物車。有了VCESoft你的夢想馬上就可以實現了。

最新的 ITIL 4 Managing Professional ITIL-DSV 免費考試真題 (Q81-Q86):

問題 #81
An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

A. Not more than 15 minutes of data can be lost.
B. The service should be available 24/7, 99,99% of the time.
C. The data should be kept recorded for 10 years.
D. The service should combine the data from different sources.

答案：B

解題說明：
In ITIL 4, defining service requirements to ensure the service is fit for purpose involves specifying clear, measurable, and relevant criteria that align with the organization's needs and the service's intended use.
Availability is a critical aspect of a service's fitness for purpose, as it directly impacts the service's utility.
* Option A (Incorrect):Specifying data loss tolerance is important but doesn't provide a complete picture of service availability, which is a more comprehensive requirement.
* Option B (Correct):This option is correct because it specifies a clear, measurable requirement that directly relates to the service's availability. Ensuring that the service is available 24/7 with 99.99% uptime is a crucial aspect of making sure the service is fit for purpose, as it ensures that the service will meet the expected operational requirements.
* Option C (Incorrect):While retaining data for 10 years is important, it relates more to compliance and data management rather than the service being fit for purpose in terms of availability.
* Option D (Incorrect):Combining data from different sources is a functional requirement, but it does not address the critical aspect of service availability or reliability, which are key to ensuring the service is fit for purpose.

問題 #82
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

A. Carry out a capability assessment and share the results with customers
B. Develop interpersonal skills and service empathy in all teams
C. Establish and enforce detailed service level agreements
D. Hire and develop good relationship managers

答案：B

解題說明：
The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to "Develop interpersonal skills and service empathy in all teams." ITIL 4 emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.

問題 #83
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

A. Implement a 'shift-left' approach to provide support and downloadable help articles
B. Use popular networking sites to promote and provide online user support
C. Use machine learning chatbots to anticipate the needs of the users and provide solutions
D. Provide simple online support and contact numbers for the service desk

答案：D

解題說明：
For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to "Provide simple online support and contact numbers for the service desk." ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users' comfort levels and accessibility.

問題 #84
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

A. Customer satisfaction with the helpline
B. Number of calls processed concurrently
C. Availability of the helpline during agreed hours
D. Number of customer queries processed correctly

答案：A

解題說明：
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service.
Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.

問題 #85
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

A. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
B. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
C. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
D. Draw up a customer journey map of all different types of customers to understand the value the service brings.

答案：A

問題 #86
......

為什麼要 ITIL ITIL-DSV 認證？獲得 ITIL-DSV 認證將證明你的專業技能和貢獻，並對你的職業生涯大有裨益。服務提供商們對有資格認證的網路工程人員的需求在迅速增加，並在激烈的競爭以搶奪有資格認證的Internet專家和專門人才。如果你是一個技術員、工程師或科學家，並有使用 ITIL 網路公司產品和平臺的經驗，那麼你在這個領域中前進的機會實際上是無限的。全世界的Internet服務商的價值都會因你的加入而提高。ITIL 網路公司的服務提供商計畫也要求 ITIL 網路公司的合作夥伴雇傭一定數量的認證工程。作為優秀的員工，這是為了保證你的服務水準，並能使你區別於一般的人。

ITIL-DSV更新: https://www.vcesoft.com/ITIL-DSV-pdf.html

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ITIL-DSV最新考古題 & ITIL-DSV更新

ITIL ITIL-DSV 考試大綱：

ITIL-DSV更新，最新ITIL-DSV考證

最新的 ITIL 4 Managing Professional ITIL-DSV 免費考試真題 (Q81-Q86):

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